site Search:


 
   
story category
Verizon Wireless Again Wins J.D. Power Customer Survey
T-Mobile Slips Behind AT&T Into Last Place
by Karl Bode Thursday 02-Feb-2012 tags: competition · business · wireless · stats · consumers · Sprint · AT&T · Verizon · TMobile · wireless
The latest J.D. Power and Associates customer care survey once again ranks Verizon tops in customer care performance, with a rating of 762 on a 1,000-point scale. Clumped together into second, third and fourth place among the four largest carriers was Sprint (745), AT&T (743) and T-Mobile (739). Virgin Mobile took the top spot for customer care among non contract providers. Interestingly, J.D. Power found that owners of 4G-enabled handsets have to contact their carrier considerably more than owners of older, less sophisticated devices. "In fact, it takes approximately five minutes more per contact, on average, to resolve issues pertaining to 4G-enabled devices, compared with issue resolution times for traditional phones," notes analyst Kirk Parsons.

view: topics flat text 
Post a:

FBGuy
yippee ki yay
Premium
join:2005-03-19

wha?!

how did this happen???
NYC Girl
Premium
join:2007-02-04
Bronx, NY
Reviews:
·Optimum Voice
·VOIPo
·Optimum Online
·RoadRunner Cable
·Time Warner VOIP

Re: wha?!

said by FBGuy:

how did this happen???

Their customer service sucks the big fat one!!! Who was voting???!

FBGuy
yippee ki yay
Premium
join:2005-03-19

Re: wha?!

usually T-Mobile comes out on top.
moonpuppy

join:2000-08-21
Glen Burnie, MD

Re: wha?!

T-Mobile was killed by the ATT almost merger. Customer service hit rock bottom because of cost cutting and trying to be like ATT.

dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
kudos:4
said by NYC Girl:

said by FBGuy:

how did this happen???

Their customer service sucks the big fat one!!! Who was voting???!

Verizon execs

joshuaren

@ascentdata.com
It always happens

fAcEtIOUs
Premium
join:2002-03-03
kudos:4

1 edit

4 major wireless providers are virtually identical

I always get a kick out of these JD Power wireless polls. They measure the wireless providers on a 1,000 point scale and the 4 majors are usually within points of each other around the 75% mark. They are for all practical matters identical in customer care.
»content1.businesscenter.jdpower.···wcc1.pdf



These ratings are practically MEANINGLESS as a way to separate the quality of customer care provided by these competitors. Even the way they portray the graphs is deceptive by showing them on a 600-800 point graph when the actual scale is 0-1000. That makes it look like they are not as close as they really are.

And this is how close they are based on JD Powers 1000 pt measured scale.


--
The nine most terrifying words in the English language are, I'm from the government and I'm here to help.
»www.politico.com/2012-election/

en103

join:2011-05-02

Re: 4 major wireless providers are virtually identical

I agree, there's ~2% difference in rating from 'first' to 'fourth' , and all would be considered 'good' (73.9% to 76.2%). Its not a significant in my opinion, as margins of error are typically 2%.

whataname

@iauq.com

Re: 4 major wireless providers are virtually identical

said by en103:

I agree, there's ~2% difference in rating from 'first' to 'fourth' , and all would be considered 'good' (73.9% to 76.2%). Its not a significant in my opinion, as margins of error are typically 2%.

While what you say is technically true - when you consider the fact that VZW comes in first almost every time, even though it is only in that 2-4% margin range it does represent a fairly solid result, if small.

kpfx

join:2005-10-28
San Antonio, TX
"Lies, damned lies, and statistics"

Very nice work on breaking through the FUD.
decifal

join:2007-03-10
Bon Aqua, TN
kudos:1

real

Is the J.D power associates even real.. Or is it another you pay we praise type of buisness? They always seem to be giving odd things the thumbs up

IowaCowboy
Premium
join:2010-10-16
Indian Orchard, MA
Reviews:
·Verizon Broadban..
·Comcast
·AT&T Wireless Br..
·Verizon Wireless..

Smaller carriers not included

Smaller carriers tend to rate higher than the national carriers. Here in Mass we have MetroPCS and my native Iowa and up in Maine we have US Cellular. Neither offer the iPhone so they're off of my list. I had a 3GS through AT&T and I dropped them due to dropped calls and poor call quality. I currently have the iPhone 4 through Verizon and I'm happy with it even though it is EXPENSIVE!!! My bill for both the iPhone and mobile broadband card is $171 per month. I wish they had the $35/3GB plan for mobile broadband but that was only for EVDO and that promotion ended. At least Verizon sells insurance on the iPhone and AT&T does not. Insurance is handy, especially when riding a PVTA bus or MBTA bus or train and dealing with the pickpockets (fortunately I've never had that happen). At least I got another car so I don't have to ride the bus anymore (which is handy because I was at Holyoke Mall last summer when I was taking the bus and my battery died so I had to ask a cell phone store to charge my phone so I could function).

I'm keeping insurance on my iPhone until my line is eligible for an upgrade because iPhones are NOT cheap to replace. They cost $199 when you sign up but the no contract price of an iPhone is $649. For cost comparison, a mobile broadband card is $249 for a USB modem and $269 for a MiFi.
--
All of my CPE (including my EMTA) is customer owned. The only Comcast owned equipment in my house is the CableCards in the two TiVO boxes I own.

KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
Reviews:
·AT&T DSL Service

Re: Smaller carriers not included

US Cellular is also here and ranks high in customer service, as well as call quality. They have good family plans when you need multiple phones. The knock on them is a slower network for data (but they are going LTE now) and a limited selection of modern smartphones.
--
"Fascism should more properly be called corporatism because it is the merger of state and corporate power." -- Benito Mussolini

jhacker

join:2001-12-11
Peoria, IL

Re: Smaller carriers not included

said by KrK:

US Cellular is also here and ranks high in customer service, as well as call quality. They have good family plans when you need multiple phones. The knock on them is a slower network for data (but they are going LTE now) and a limited selection of modern smartphones.

We just switched our lines over to USC from Sprint. USC's data network is 5-10x faster than Sprint's based on my experience. True, they don't have LTE...YET. However, at this point, they may even beat Sprint, who has been bragging about 4G for at least 2 years now.

delusion FTL

@comcast.net
You could upgrade to a better device on a less expensive carrier and save yourself a ton of money.

For example you could go on tmobile and get the galaxy S II and get an unlimited everything monthly plan with 10GB data tether-able for 120 a month, 90 a month for 5 GB (less if you don't need unlimited talk). No broadband card necessary since you can do voice and data at the same time.

You could save over a thousand dollars in two years with that. I can think of a lot of things I'd rather spend 1000 dollars on than verizon.
chgo_man99

join:2010-01-01
Iowa
Reviews:
·T-Mobile US
·Clearwire
·AT&T Wireless Br..
·Comcast
·AT&T DSL Service
·RCN CABLE

Re: Smaller carriers not included

I'd love to see carriers offer cheaper voice plans. I don't need $40 voice plan with 450 minutes. A $20 200 min voice plan would have been enough. I don't talk a lot. I have smartphone mainly to use mobile internet, not talk!

Also taking away small text plans, like $5 for 200 or $10 for 1000 was not nice. I am definitely keeping my $5 200 text plan and when I need to go over anytime, I will simply use textfree or skype.

But the worst offenders in cell phone bill are definitely taxes, regulatory fee, 911 etc fees. The higher your bill, the higher those bs fees. At least I have employer discount that eats them.

Its like minimum close to $10 on 450min/2GB/200sms smartphone plan from those tacky fees. Over 2 years thats over $200. Almost a new nice phone!

Thursday, 24-May 05:38:18 Terms of Use & Privacy | feedback | contact | Hosting by nac.net - DSL,Hosting & Co-lo
over 12.5 years online © 1999-2012 dslreports.com.